What are the responsibilities and job description for the Cloud Desktop Support Technician position at STEM?
Job Description: Primary Responsibilities and Accountabilities
- Maintain multiple customer environments.
- Work 40 hours a week.
- Update and Manage ticket backlog based on internal policies.
- Crisis Management - Identify any high priority issues and escalate to next level.
- Provide a Customer-First experience while utilizing phones and email to manage tickets.
- Work cohesively with team as well as all divisions of company.
- Customer-first approach.
- Effectively engage resources inside and outside of your team to further the troubleshooting and resolution of issues which may include other technical engineers, account teams, or project managers.
- Deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction.
- Be able to listen to, accept, and follow direction from more senior engineers.
- Flexibility to be customer facing and travel to customer sites.
Minimum:
- High school diploma/GED & generally less than 2 years of experience or without high school diploma/GED, 2 years of experience
- Excellent communication, presentation, writing, and editorial abilities.
- Excellent organizational and time management skills.
- Flexibility to work alternative days and shifts as needed.
- Days Example: Tuesday – Saturday or Sunday – Thursday.
- Shifts Example: Day, Evening, Night
- Basic Microsoft AD (password resets, security groups)
- Basic Networking (IP address, Mac address, Layer 1 VS Layer 2)
- Proficiency in computer usage, internet, and Microsoft Office suite of applications.
Preferred:
- Fortigate
- SD-WAN management
- Advanced Networking – NAT, Subnet, VPN, Fortigate, vShield Edge
- Server Performance Monitoring
- N-able
- MSP experience.
Job Type: Full-time
Expected hours: 40 per week
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Application Question(s):
- Can you describe your experience with Microsoft 365? How many years have you worked with it, and in what capacity?
- Can you provide details on your experience with creating users? How have you managed user accounts in your previous roles?
- How many years have you worked with Active Directory (AD)? Can you give us an example of how you have utilized AD in your past projects?
- Could you share your experience in networking? What specific networking skills have you applied in your previous roles?
- How comfortable are you working in a cloud solutions environment? Can you describe a project where you utilized cloud technologies?
- Do you have experience working in a Managed Service Provider (MSP) environment? If so, can you explain the projects or tasks you handled there?
- What is your availability like? Are you comfortable working either 1st or 2nd shift, and what days of the week would you be available?
Ability to Commute:
- Raleigh, NC 27603 (Required)
Work Location: In person
